Service Desk Engineer

New Era Technology AU; City of Brisbane; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Training & development

Lunches provided

Bonuses for upskilling

Employer assistance program

Referral bonus

Job summary

New Era Technology AU is hiring a Service Desk Engineer for our Brisbane office. This full-time role is 38 hours per week, onsite, providing first-line IT support to internal and external clients, and handling incidents via a ticketing system with a strong focus on customer service.

You will troubleshoot issues across Windows desktops, Microsoft 365, and basic networks, escalating complex cases to Senior Engineers.

Qualifications

• 1 year minimum in service desk, helpdesk, technical support or customer service.
• Strong customer service and communication skills with a professional phone manner.
• Basic troubleshooting across Windows desktops, Microsoft 365, printers, and common business applications.
• Fundamental networking concepts: TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Ability to follow processes, manage priorities, and maintain accurate ticket records.
• Willingness to learn and work collaboratively in a team.
• Current Australian driver's license.
• Certificate IV in Information Technology (desirable).
• Certifications like Microsoft Fundamentals, CompTIA A+ or ITIL Foundation are valued but not essential.

Responsibilities

• Provide first-line technical support via phone and a ticketing system for Level 1 IT issues.
• Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask.
• Troubleshoot and resolve issues: user accounts, hardware/software, basic network problems, SaaS tools.
• Escalate complex issues to Senior Engineers with detailed notes.
• Ensure all tickets are resolved or escalated within SLAs.
• Maintain clear, professional communication with end-users and set resolution expectations.
• Follow KBAs and update IT Glue documentation as needed.
• Assist with client onboarding/offboarding and remote equipment provisioning.
• Perform basic Active Directory & Microsoft 365 admin tasks.
• Use remote support tools to assist users.
• Adhere to IT security policies and report potential risks.
• Contribute to process improvements and knowledge sharing.

Skills

Customer service

Communication skills

Technical support

Windows & Microsoft 365

Education

Certificate IV in Information Technology

Tools

ConnectWise

Autotask

Microsoft 365

Job description

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

Be one of our talented Service Desk Engineers!

What is the role

This is a full-time, 38-hour per week and onsite role in our Brisbane office.

As a Service Desk Engineer, you will be responsible for providing technical administration of automated monitoring services, and support both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.

The following include but may not be limited to the responsibilities of the Service Desk Engineer:

• Provide first-line technical support via phone, and a ticketing system for Level 1 IT issues.
• Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.
• Troubleshoot and resolve issues related to:
  • User account management (password resets, unlocks, access requests).
  • Desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).
  • Basic network issues (Wi‑Fi, VPN, DNS, DHCP).
  • Common business applications (SaaS tools, email, collaboration software).
• Escalate complex or unresolved issues to Senior Engineers with detailed notes.
• Ensure all tickets are resolved or escalated within agreed SLAs.
• Maintain clear, professional communication with end-users and set resolution expectations.
• Follow knowledge base articles (KBAs) and update IT Glue documentation as needed.
• Assist with client onboarding/offboarding (user setup, remote equipment provisioning).
• Perform basic Active Directory & Microsoft 365 admin tasks.
• Use remote support tools (TeamViewer, RMM, Screen Connect) to assist users.
• Adhere to IT security policies and report potential risks (phishing, malware).
• Contribute to process improvements and knowledge sharing within the team.

Who we are looking for

The ideal candidate is passionate about technology, enjoys helping people, and is looking to build a career in IT support. You will have excellent communication skills, a customer-focused mindset, and a willingness to learn and grow within a collaborative team environment.

A successful candidate for the role needs to have:

• Minimum 1 year experience in a Service Desk, Helpdesk, Technical Support, or Customer Service role.
• Strong customer service and communication skills with a professional phone manner.
• Basic troubleshooting skills across Windows desktops, Microsoft 365, printers, and common business applications.
• Fundamental understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi‑Fi, and VPN.
• Ability to follow processes, manage priorities, and maintain accurate ticket records.
• Strong problem-solving skills and a willingness to learn.
• Ability to work collaboratively within a team environment.
• Current Australian driver's license.
• Certificate IV in Information Technology (or currently studying) is desirable.
• Recent IT graduates or candidates working towards industry certifications will be considered.
• Microsoft Fundamentals, CompTIA A+, or ITIL Foundation certifications are highly regarded but not essential.
• Previous experience in an MSP environment is advantageous.
• Exposure to ConnectWise, Autotask, or other ticketing systems is beneficial.
• Familiarity with Microsoft 365 administration.
• Exposure to Azure, Intune, or Entra ID.
• Experience using remote support tools.
• Understanding of backup, endpoint security, and monitoring concepts.

What we offer

• A friendly team environment with a strong technical support network
• Broad range of options for training and developing your IT skills
• Opportunity to work with the IT industry's latest technologies
• Internal career growth for high performers and IT super-stars
• Cost price on products from our suppliers
• Lunches and snacks provided
• Bonuses and incentives for upskilling
• Comprehensive Employer Assistance Program
• Referral bonus

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